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Consumer Complaints

BBB Accredited Business since 10/02/1998

Westfall Roofing

Phone: (813) 264-5690Fax: (813) 889-3818

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)BBB Closure Definitions
08/04/2014Problems with Product / Service | Read Complaint Details
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Complaint

I purchased a roof from ******** Roofing and Construction the end of September of 2012 in the amount of $13,468.00. The job was completed and paid in full around the end of November of that year. They were very good at selling their "Family owned company" but when it came to their quality of work and respect for our property, they fell short in every way. They neglected to roof over the chimney and when they came back out to do so, they didn't match the materials. The shingles are not lined up properly where they meet and we have many angles in our roofline, also the shingles do not lay flat. They are dimensional shingles, however, they should lay flatter than they do. When I questioned them about it, I was told that it takes several months of very hot weather for them to flatten out. We've had that, and they clearly have not done it. Thirdly, in the front of the house, on the second story, under one of the windows, they got tar on the siding. It looks terrible and even when I got the house painted, at several thousand dollars, it didn't cover it up. My neighbor asked me who did our roof, as if to say, in the nicest way, how badly it looked. I would never recommend them and they advertise in our subdivision's magazine and our neighborhood's mailer's frequently. I don't want them doing to my neighbors what they did to me. Their workmanship is sub-quality and does nothing to add to the value of one's property.

Business Response
Contact Name and Title: ****** ********, Mktg
Contact Phone: XXX-XXX-XXXX
Contact Email: ******@westfallconstruction.com
Good Day. We replaced this roof in 2012. There are no active leaks or functional issues with the roof. I had my senior tech come out to her house on 3/18/14 after we received a complaint from this customer on anther website. My most experienced, senior technician evaluated the roof (again). He found no issues with it. Her complaints are minor and aesthetic in nature around the chimney and a gap at her gutter near the pool cage where leaves get in - at which her husband repaired. We are not a pool cage contractor.

We left a door knocker that we were at her house, as no one was home. I even called personally and tried to follow up, but no one returned my call.

We will attempt to reach out again to resolve this matter.

Consumer Response
This response was provided verbally to BBB:

I never said anything about the roof leaking. I just said that the roof was poorly done and it was. They did replace the roof and they were the highest quote that we got but we went with them because they promoted themselves as Westfall Construction (not just a regular roofing company) and as being family owned and operated. I chose them because I told them at the time this wasn't a simple roof job. We have solar panels on almost the entire roof of the house, pool and hot water heater, they had to be taken off and then put back on. We also have the pool cage on part of the roof. We chose them because this wasn't just a simple roof job. They were very sloppy in the front of the house when they put tar on the roof. Yes, these are aesthetic things but it is the job as a whole. Just because the roof is functional doesn't mean the job as a whole is right. I tried to get them to address this right away when they finished the roof at the end of 2012.

The next issue came when we realized they did not replace the roofing material on the exterior chimney part. We did not notice it until they were already off the job site. My husband did call them and told them about the issue. They did come out and replaced the roof but when they put the strip that goes around the house (fascia I believe), we chose grey because it matched the house. When they came back to do the chimney they put white instead of grey so it sticks out and looks bad. I have complained to them about that but it hasn't been addressed.

As far as my husband repairing the gap in the gutter, he isn't a professional roofer but he tried to get up there and fix it anyways because they weren't coming back. This had to be fixed because leaves were getting into the pool area and could have stained the deck area. That issue has been addressed by us.

If they came out and left a flyer I was not aware of it. I did talk to someone from the company who was wonderful and I thanked her for listening to my concerns but they have never done anything to make this right. They market themselves very heavily in *********** ******* where I live and they are not the company they said they are.

I just want the trim on the chimney to match the rest of the house. The only other thing is with the tar on the roof but I have been told by a company who painted my house that there is nothing that can be done to get it off so I will have to live with that.

Final Business Response

09/24/2013Problems with Product / Service | Read Complaint Details
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Complaint
company never come up to fix my liking roof after promising more than 5 time posible times.
I called on Monday 19 August 2013 for a repair in the liking skylight of my roof. ***** make an appointment for Thursday 22th August 9:30am. **** representing the company come and see the damage don't offer any solution and promise to have a crew for the fixing thursday afternoon or Friday. They never come on Thursday nor Friday after many calls. ***** assure they are going to be in my house Saturday 24th August. They never called, they never come, they never answer my voicemail.
The person in charge of the job that never come up is the son of the owner ***** ********.
I have never advise the person representing the company***** will not be able to do a temporary solution to a liking roof. They make me loss a weeks with a liking roof in the raining season.
According to BBB they have a A+ rating. I don't think they deserve, they misslead the customer not explaining how they work and also they never come up to do the job or call why are not coming. I am still waiting for an answer to my numerous voicemail.

Desired Settlement
They can not have the rating they have with BBB is misleading.
BAd customers service.

Business Response
Good Afternoon. We're sorry to hear that Ms. ********** is dissatisfied with our communication process. We have not received a signed agreement for the work, which is required to initiate the repair. We offered her verbally the possibility of a temporary fix for FREE in the meantime (prior to the repair), however we explained that it would take approximately 7 - 10 days to have a service tech available. It has been only 5 business days since her initial repair assessment. The roof is less than 5 years old, and we were not the original roofer.

The Tampa Bay area has experienced 10" above average rainfall this season. With this amount of rain, there has been a surge of volume (or leaky roofs). At ******** Roofing, we strive to help everyone in need, but same-day turnarounds on repairs is simply not feasible at this time.

We would be open to a resolution. We can caulk around the skylight this week, and schedule to replace the skylight late next week after receipt of agreement. Thank you.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear BBB customer service,
I received an email with the agreement on the 29th August, just after receiving the complain for me through BBB. That's show the customer service that the company provide. I was not contacted before even after more than 4 voicemail.
I am not interested to do business with this company.
But I believe that BBB should take note of the customer service that this company provide and reflect in the rating. I trust BBB to hire contractor and this company has a A+ which I believe it is not accurate.
Thank you

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.